Manager, Revenue Operations (Customer Services) (Remote)

The Manager of Revenue Operations (Customer Services) serves as the strategic engine behind KnowBe4's Post-Sales Go-To-Market machine. They bridge Customer Services, Customer Management, and Customer Support with Sales, Marketing, and Product to ensure the end-to-end service delivery engine is predictable, scalable, and resilient. Sitting at the intersection of process, data, and execution, they partner with Global Customer Services leadership to transform operational execution across the Onboarding, Professional Services, and Technical Account Management functions. By gathering requirements, designing processes for scale, and implementing them in core systems, they deliver the operational reporting and performance metrics needed to manage the business and drive impactful customer outcomes.

Responsibilities:

Onboarding Optimization & Standardization

Review the SMB and Mid-Market onboarding process end to end, identifying friction points that delay activation and opportunities to improve efficiency.

Partner with Onboarding leadership and subject matter experts to gather requirements and globally standardize the onboarding motion and customer experience.

Integrate the onboarding motion across Global Customer Services and Customer Success, ensuring clean handoffs and full visibility across functions.

Act as the key liaison to IT to implement new processes and workflows across core systems of record (Salesforce, PSA, Zendesk, and others).

Define, track, and report on operational metrics including attach rate, time-to-value (TTL/TTV), throughput, utilization, and adoption and retention impact.

Professional Services Delivery & Lifecycle Management

Support the design, packaging, and pricing of new Professional Services offerings in partnership with Product, Operations, IT, and Finance.

Build the operational processes to launch new offerings, from requirements and design through deployment and ongoing performance measurement.

Own the systems that manage the full services delivery and quote-to-cash lifecycle — from pipeline and deal closure through delivery, billing, and revenue recognition.

Provide performance metrics across project backlog, execution, resource and capacity management, utilization, bookings, and project margin.

Technical Account Management Enablement

Support the design, packaging, and pricing of the Technical Account Management offering in partnership with Product, Operations, IT, and Finance.

Build the operational processes to launch new TAM offerings, from requirements through deployment and measurement.

Track customer engagement activity and key milestone completions (e.g., health checks, QBRs) to measure productivity and engagement.

Collaborate with TAM leadership, Product, and IT to develop Technical Health scoring that enables proactive risk mitigation.

Business Reviews & Continuous Improvement

Leverage operational reporting and metrics to deliver monthly and quarterly business reviews across all Customer Services functions.

Surface insights and recommendations that drive measurable improvements in efficiency and operational execution.

Qualifications:

Bachelor's degree or equivalent work experience

5 - 8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations role

Experience running Services Operations and implementing and managing PSA solutions and Salesforce

Strong process design skills.  Able to map a workflow, find the bottleneck, and build a better one

Experience with resource and capacity planning and workload management

Working knowledge of CRM and CS platforms (e.g., Certinia, Salesforce, Gainsight, or similar)

Expertise building executive-summary operational reports and dashboards

Familiarity with services/professional services business models, including pricing, packaging, and revenue tracking

Excellent cross-functional communication across Customer Services, Customer Success, Product, IT, and Finance

Bias toward scalable processes, well-defined solutions, and documentation

Ability to manage multiple projects at the same time in a fast-paced environment.

The base pay for this position ranges from $155,000 - $164,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.

Application deadline: 9/1/2026.  This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.